Account in apparent Arrears

I have been making payments for my bakkie I bought through Absa Vehicle Finance via EFT. Needless to say, I have al transactions on record. I have been requesting Absa to send me a settlement letter for my bakkie for 2 months. This morning, I was informed that my account was with the legal department since I have missed a payment. The lady informed that I apparently made arrangements on 1 June to catch up with the outstanding payment. Since all calls are recorded, I invite Absa to listen to the apparent call. I know I did call Absa to once again cancel the debit order since they kept deducting while I was already making EFT payments. This caused duplicate transactions to go through. Absa refunded me for a duplicate payment. Now that I am requesting a settlement letter, Absa refuses to give it to me until I have all payments up to date. I have e-mailed my proof of payments to the only address I have on my statements.